What we learned from FY21 Q3 customer feedback data
High Impact Service Providers (HISPs) deliver critical public services and continue to learn from customer feedback, which they also report to OMB (and the public) quarterly. In FY 21 Q3 (Apr. 1 – July, 31 2021), HISPs collected feedback from slightly more than 1 million surveys.
Analyzing across, here is what we learned:
Demand for government services continues to be high
HISPs reported serving 334,036,812 customers in Q3 which is 1 million less than Q2 but 1 million more than in Q1. They also logged more than a million responses in Q3 - only slightly less than the 1.2 million in Q2. The major driver of traffic continues to be the Internal Revenue Service, who reported pandemic related tax processing delays and inquiries related to Economic Impact Payments and the Advance Child Tax Credit as drivers of increased interactions with the public.
Overall satisfaction scores rose significantly
The total overall satisfaction score of 4.33 out of 5 in Q3 was higher than the 4.17 in Q2 and 4.30 in Q1. For context, the American Customer Satisfaction Index (ACSI) collects data and
across industries for customer satisfaction. While the highest scores fluctuate year to year, 4.25 (85%)
is considered to be “very good.”
Two experience-drivers improved. Efficiency, which dropped to 4.15 in Q2, rose to 4.26 in Q3, as well as service effectiveness, from 4.15 to 4.26. The rise in these drivers suggests that customers faced less delays in completing service transactions as compared to last quarter. Agencies reported fewer challenges with addressing high demand which would indicate customers experienced fewer barriers like call wait times or longer page load times.
Employee interactions continue to drive overall satisfaction
The Employee driver measures satisfaction of the human interaction, like call center agents, that customers may experience. Unlike other satisfaction drivers that have fluctuated, satisfaction with Federal employee interactions has steadily risen from 4.6 in Q1 to 4.67 in Q3. We analyzed the 28 services that measure an employee interaction, and who received more than 100 survey responses in Q3, to see how this interaction may have driven overall satisfaction scores. We found that 19 of the 21 services that scored 4 or higher on the employee interaction also scored higher than 4 on overall satisfaction. Further, those with the top 10 employee interaction scores also had the top 10 overall satisfaction scores. If customers receive exceptional service from the agent they are interacting with, they are more likely to be satisfied with an agency’s service.
Performance.gov/CX and A-11 280 Updates
Section 280 of OMB Circular A11
on managing CX and improving service delivery was recently updated, including the addition of new High Impact Service Providers. We have also updated our site so that the public can download FY21 Q1, Q2 and Q3 data. Please reach out with thoughts and questions. We would love to
hear from you
and collect feedback ourselves!